1. Write a Complaint Letter.
This could be for a good bought or for a service. There should be two complaints in the letter - for example you bought a TV which was faulty, and when you complained the shop assistant was rude. Use you imagination for the complaints, but remember to write in the correct tone as in the examples we have seen.
Put your complaint on this wiki. Open a New Page Call the page Complaint by your names - eg Complaint by Adam, John and MaryAdd your names as tags. Separate each name by a comma.
Save the page.
When enough people have written a complaint, move to Part 2 below.
2. Write an Adjustment Letter accepting the Complaint.
You will be told to write a reply to one of the complaints that your classmates have written. You should accept the complaint.
Remember to 1) Apologise 2) Explain what happened 3) State which action will be taken to prevent this from happening again as well solving the complaint 4) offer compensation (optional) 5) Maintain customer goodwill
Make sure the group has finished writing their complaint. Then, open the page with the complaint and click on EDIT. Draw a line below the complaint. Then write a title - Reply by your names- eg Reply by Adam, John and MaryAdd your names as tags. Separate each name by a comma.
Then write your reply. Save the page.
3. Write an Adjustment Letter accepting the Complaint.
Finally write a reply to one of the complaints. You can choose which one you reply to. You should reject the complaint.
Remember to 1) Acknowledge the complaint 2) Express regret at dissatisfaction 3) Explain why you are rejecting the complaint 4) Propose a solution (for example if it is the responsibility of a third party) 5) Maintain customer goodwill
For this letter, open a New Page called Rejection by your names - eg Rejection by Adam, John and Mary Add your names as tags. Separate each name by a comma.
Writing and Replying to Complaints (1)
Work in pairs / small groups for all activities
Week 7 Class handouts (1)
Week 7 Class handouts (2)
1. Write a Complaint Letter.
This could be for a good bought or for a service. There should be two complaints in the letter - for example you bought a TV which was faulty, and when you complained the shop assistant was rude. Use you imagination for the complaints, but remember to write in the correct tone as in the examples we have seen.
Put your complaint on this wiki. Open a New Page Call the page Complaint by your names - eg Complaint by Adam, John and Mary Add your names as tags. Separate each name by a comma.
Save the page.
When enough people have written a complaint, move to Part 2 below.
Errors highlighted in yellow
Corrections in green
Polly and Joe
Doris, Tita and Zoe
Charlotte, Vincent and Tat
Amy, Steven and Kitty
Don, Dennis and Rex
2. Write an Adjustment Letter accepting the Complaint.
You will be told to write a reply to one of the complaints that your classmates have written. You should accept the complaint.
Remember to 1) Apologise 2) Explain what happened 3) State which action will be taken to prevent this from happening again as well solving the complaint 4) offer compensation (optional) 5) Maintain customer goodwill
Make sure the group has finished writing their complaint. Then, open the page with the complaint and click on EDIT. Draw a line below the complaint. Then write a title - Reply by your names- eg Reply by Adam, John and Mary Add your names as tags. Separate each name by a comma.
Then write your reply. Save the page.
3. Write an Adjustment Letter accepting the Complaint.
Finally write a reply to one of the complaints. You can choose which one you reply to. You should reject the complaint.
Remember to 1) Acknowledge the complaint 2) Express regret at dissatisfaction 3) Explain why you are rejecting the complaint 4) Propose a solution (for example if it is the responsibility of a third party) 5) Maintain customer goodwill
For this letter, open a New Page called Rejection by your names - eg Rejection by Adam, John and Mary
Add your names as tags. Separate each name by a comma.
Errors highlighted in yellow
Corrections in green
Polly and Joe
Doris, Tita and Zoe
Charlotte, Vincent and Tat
Amy, Steven and Kitty
Don, Dennis and Rex